Managed Services

Faye – Additional Terms: Managed Services

These Additional Terms supplement the Faye Master Subscription Agreement (found here: https://fayedigital.com/terms/msa/ or otherwise executed by the parties) (the “FMSA”) and apply to specific aspects of the Products and Services as described herein. Capitalized terms used and not defined herein have the meanings given to them in the FMSA. Notwithstanding anything to the contrary in Your agreement with Us, Faye reserves the right, at its sole discretion, to update the Additional Terms detailed below as needed to accommodate development of new features and functionality. All items specified in this document are also subject to the terms and conditions found here: https://fayedigital.com/terms/faye-products/

The following product feature grids apply to the Axia Essential Edition.

  1. Definitions:
  2. Axia Subscriptions:
    1. Hours Included
      1. Any hours specified in the Ordering Documents expire at the end of the subscription term. Any hours specified as ‘up-to X per month/quarter/year’ expire at the end of each month/quarter/year. In no circumstances do hours roll-over beyond the specified month/quarter/year or term.
      2. Any pro-rated subscription term will result in a reduction in ‘up-to X per month/quarter/year’ based on this pro-ration.
      3. If hours are not specified on the related Ordering Document, then the standard number of hours included are listed under the associated Product Feature Grid set forth below.
    2. Service Level Agreements
      1. Axia Subscriptions are governed by the SLA levels defined in the Axia Product Feature Grid below.
      2. All work performed under the Service Level Agreement utilizes Hours Included and is considered a billable activity.
      3. All work performed on any software or product provided pursuant to an Axia Subscription utilizes Hours Included and is considered a billable activity.
      4. Notwithstanding the foregoing, any work provided by Faye to resolve a Defect (as defined below) shall not be credited against Hours Included.
    3. Billing Rate Discounts
      1. Any Billing Rate Discount specified in the product is a discount % off the then current list price billing rate for Faye Services.
    4. Assigned Resources
      1. Faye will make a best effort to provide the same resources on-going to work on company requests. In the event a resource is not available, Faye reserves the right to substitute with another resource at its discretion.
    5. Requests
      1. Faye reserves the right to determine whether a service request is within the scope of the applicable  Axia Subscription.
      2. Faye has absolute discretion on whether a Request is Billable under an Axia Subscription or not.
    6. Unlimited Requests
      1. Company can make an unlimited quantity of requests. Each request is put into a queue and the requests are worked on First In, First Out (FIFO). Only one request is worked on at a time. Faye reserves the right to reject a request as falling outside the scope tasks and service types that are acceptable
    7. Extra Consumption
      1. Company can pay additionally and utilize hours beyond the Hours Included each quarter up to 50% of the hours included each quarter.
  3. Axia Bundle Add-Ons:
    1. Axia T&M Prepaid Products
      1. Axia T&M Prepaid Products are sold under the following naming structure “Axia T&M Prepaid Products – X” where X indicates the maximum number of hours that come with the product.
      2. Unused hours expire at the end of the subscription term
      3. Axia T&M Prepaid Products are Services governed by the FMSA.
  4. Axia Essential Product Feature Grid
    1. The following product feature grids apply to the Axia Essential Edition.
FeatureEssential
Axia Tools
Axia Portal
Dedicated Axia Product Expert
Axia Essential System ReviewX
6 Month Axia Business Review
9 Month Axia Business Reviews
Monthly Insight EmailsX
Dedicated Account ManagerX
Dedicated Consultant
Axia Academy
Supper via EmailX
Tray for Axia
GPT Chat Assist
Bi-Monthly Axia Webinars
  1. Axia Success Series Product Feature Grid
    1. The following product feature grids apply to all Axia Success Series Editions
      1. When any subscription term:
FeatureBasicBronzeCopperSilver
Axia ToolsXXX
Axia PortalXXXX
Dedicated Axia Product ExpertXXXX
6 Month Axia Business ReviewX
9 Month Axia Business ReviewsXXXX
Monthly Insight EmailsXXXX
Dedicated Account ManagerXXXX
Dedicated ConsultantX
Axia AcademyXXXX
Support via Phone and EmailXXXX
Tray for AxiaXXX
GPT Chat AssistXXX
Bi-Monthly Axia WebinarsXXXX
Service Level (SLA)Best EffortBest EffortPriorityHigh Priority
      1. When monthly subscription term:
FeatureBasicBronzeCopperSilver
HoursN/AN/AN/AUp to 10 / month
      1. When annual or quarterly subscription term:
FeatureBasicBronzeCopperSilver
HoursUp to 3 / quarterUp to 6 / quarterUp to 15 / quarterUp to 30 / quarter
  1. Axia Premier Series Product Feature Grid
    1. The following product feature grids apply to all Axia Premier Series Editions
      1. When any subscription term:
FeatureGoldPlatinumDiamond
Dedicated Axia Product ExpertXXX
Dedicated ConsultantXXX
Dedicated Account ManagerXXX
6-month Business ReviewXXX
9-month Business ReviewXXX
Monthly Insight EmailsXXX
Axia ToolsXXX
Tray for AxiaXXX
GPT Chat AssistXXX
Axia PortalXXX
Axia AcademyXXX
Support via Phone and EmailXXX
Bi-Monthly Axia WebinarsXXX
Service Level (SLA)Premium+Premium+Premium+
      1. When monthly subscription term:
FeatureGoldPlatinumDiamond
HoursUp to 20/MonthUp to 30/monthUp to 50/month
      1. When annual or quarterly subscription term:
FeatureGoldPlatinumDiamond
HoursUp to 60/ quarterUp to 90 / quarterUp to 150 / quarter
  1. Axia Premier Series Product Feature Grid
    1. The following product feature grids apply to all Axia Premier Series Editions
FeatureInfiniti & Infiniti AdminInfiniti Premier
Dedicated Axia Product ExpertXX
Dedicated Account ManagerXX
Dedicated ConsultantXX
6-month Business ReviewXX
9-month Business ReviewXX
Monthly Insight EmailsXX
Axia ToolsXX
Tray for AxiaXX
GPT Chat AssistXX
Axia PortalXX
Axia AcademyXX
Support via Phone and EmailXX
Bi-Monthly Axia WebinarsXX
Unlimited RequestsXX
Service Level (SLA)Premium+Premium+